Enterprise Customer Success Partner

SAP Middle East & North Africa

Dubai, UAE

Posted
Ref: KP442-771

Job description / Role

Employment: Full Time

Requisition ID: 270464
Work Area: Sales Support
Expected Travel: 0 - 70%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

SUMMARY & ROLE INFORMATION

Enterprise Customer Success Partner

The Enterprise Customer Success Partner (E-CSP) will proactively and continuously engage with a finite number of customers to drive mutual success across the Land, Adopt, Consume and Expand cycle. The E-CSP simplifies the customer engagement model by advocating for the customer and acting as the primary post-sales SAP contact via orchestrating resources across the product portfolio, Customer Engagement & Experience (CE&X) and post-sale, including Partners. The E-CSP drives business outcomes by engaging as a trusted advisor: delivering the intelligent enterprise with customer executives and engaging with line of business leaders to align the right SAP expert with each stage of the customer's transformation. The E-CSP aligns with the regions and market units to ensure strong local customer support, supported by CE&X centers of experts. The E-CSP is responsible for assuring the continuity of the customer's subscription and maintenance-based solutions and maximizing their usage. By assuring a high level of customer value realization, the E-CSP will positively impact SAP's business performance, securing renewals, collaborating with sales for up/cross-sell opportunities, safeguarding recurring revenue, and enabling business expansion. Specific activities include:

- Execute enterprise-level Relationship Assessments and coordinate LoB Relationship Assessments
- Develop, maintain, and execute enterprise-level Outcome Success Plans (OSP) inclusive of all LoBs
- Drive cross-LoB adoption, entitlements consumption and document business impact
- Secure renewals in collaboration with the Commercial Center as well with Sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Collaborate with sales for up/cross-sell opportunities to safeguard recurring revenue and enable business expansion
- Proactively address improvement opportunities identified via NPS
- Remain knowledgeable on customer industry, strategy and market conditions
- Assist with escalations and management of critical situation s
- Demonstrated success navigating difficult customer situations and discussing sensitive issues with executives
- Broad understanding of SAP solution portfolio and the business processes they enable
- Business outcome, value realization modelling, ROI experience
- Expert governance and stakeholder management skills
- Expert verbal/non-verbal communication, relationship building and executive presence skills
- Knowledge of SAAS and IAAS processes (e.g. provisioning, onboarding, customer support)
- Experience driving renewals, expansions and supporting up-sells of subscription or perpetual license-based solutions
- Experience consulting on complex global transformation programs and applying risk-mitigation strategies
- Good understanding of cloud and on-premise solution/landscape is an advantage
- Ability to orchestrate across on-premise, maintenance and cloud solutions is a plus
- Bachelor's degree or equivalent required

Requirements

ABOUT THE TEAM
Our vision is to drive world-class customer experience and business outcomes. We achieve this by passionately championing the success of our customers by inspiring and empowering people to lead, orchestrate, and deliver sustainable customer value.

WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now .

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now .

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities.

Successful candidates might be required to undergo a background verification with an external vendor.

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.

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